2nd Line Analyst

West Bromwich
Excellent Salary (DOE)
11 Oct 2016
27 Oct 2016
Candidate Services
IT, IT Support
Contract Type
Full Time
Position: 2nd Line Support Analyst (Temporary - Initial 6 Month Contract) With Aptos UK Support      
Location: Office Based - West Bromwich, West Midlands
Salary: Excellent - Dependent on Experience

The Company:
Our client is a growing IT services company specialising in providing support services to the hospitality and retail industries both in the UK and internationally.   

The 2nd Line Analyst Role:
Reporting to the SSD (Single Service Desk) Manager, this individual will be responsible for delivering quality client care services in a high-tech retail support environment across multiple applications.

They will be responsible for working in a large 2nd level team performing support including incident resolution, reactive support and pro-active checks to ensure the continuity of service for the customer. 

Key Responsibilities:
  • Provide Second Level Client Care service to a specific group of clients and/or solutions
  • Resolve assigned Service Requests within pre-agreed timescales in accordance with SLA
  • Provide timely responses and updates for assigned Service Requests, such that Client Satisfaction is maintained at all times
  • Escalate and work with 3rd line to ensure resolution of incidents and progress to Problem
  • Perform pro-active checks and responding to escalations for proactive check failures identified
  • Accurately and promptly maintain data in the HelpDesk system
  • Contribute to personal development plans  and feedback for performance reviews
  • Escalate issues to the SSD Manager where timeframes exceed predefined goals and objectives
  • Contribute to 24/7 team rotas as appropriate
  • Safety - To ensure the health and welfare of the job holder (and his/her team if applicable) in accordance with company Health & Safety policy
  • Security - The job holder will act in a manner which safeguards the job holder, colleagues and assets, systems and sensitive information. All BT people are personally responsible and accountable for the security of their operations and need to fully comply with all security policies relevant with their role
The Candidate:
The ideal candidate for this 2nd Line Analyst position will be able to actively give and receive feedback on their performance in line with the ‘two-way performance deal’ as described in in our clients approach to performance document. You will also be expected to follow the correct working practices and booking practices as detailed in training courses, process documents and job instructions.

At all times you will ensure that your interactions with customers and colleagues are respectful and courteous and represent our client in a professional way; you should also conduct yourself with pride, honesty and integrity in line with our client’s company values.

The role holder will be continuously measured on the following behaviours.
  • Incident closure numbers
  • SLA performance
  • Incident closure quality
  • Customer service
If this description sounds like you and you wish to apply for this 2nd Line Analyst position, please submit a current copy of your CV and employment requirements by clicking on the relevant button.

Please Note:
If you have not had a response within a week, your application has unfortunately not been accepted this time.

This vacancy is being advertised by Net-Recruit.